Chapter 10: Accessibility service initiation
10.1 Basic principles
10.1.1. Eligibility
- Disability declaration, coordinated by the Office of Accessibility Services, is not mandatory. However, students must first register their information in order to receive accessibility support from the Office.
- Eligibility for the accessibility services should not be simply determined by the “disability type(s)” the student has.
- Take students A and B who have visual impairment as an illustration. The identity of “people with visual impairment” is shared by both students A and B but this common identity does not mean both students A and B require the same set of accessibility accommodations.
- A wide range of factors such as individual unique characteristics and programme requirements jointly determine the personalized accommodations.
- The notion of reasonable accommodations plays an important role in determining the eligibility and the approval of the services as well.
10.1.2. Procedures
- Simplify the procedures with the aims of minimizing burden to both staff and students and enhancing the efficiency and effectiveness of the services.
- Mainstream the request of some accessibility services. Incorporate an online application portal for accessibility service request into the university portal.
- The approach to handling service request could become more systematic from the administrative point of view.
- The statistics of service requests and user characteristics could be more easily compiled for continual service evaluation.
- Clearly announce the updated information and service request notice on the website of the Office of Accessibility Service, e.g. the enquiry contact, the submission deadline and/or the least number of working days required for review of the application of different kind of accessibility services such as alternative format of textbooks, sign language interpretation, and equipment loan.
- Document all the accessibility services provided for archival purpose and for continual evaluation and service review.
- Students with disabilities can withdraw from the service anytime.
10.1.3. Service scope
- Be flexible when making accommodation for assessments. Do not simply follow the special arrangements provided by Hong Kong Examinations and Assessment Authority (HKEAA) because the accessibility arrangements for the Hong Kong Diploma of Secondary Education Examination (HKDSE) might not be compatible with the requirements and formats of the instructional and assessment contexts of university study.
- Consider that some students with disabilities might need to borrow certain assistive devices and/or technological aids for study use at home, not only within the campus.
- Make it clear that accommodations are not retroactive. For example, if transport allowance was approved in semester 2, expense on transport in semester 1 may not be claimed.
10.1.4. Privacy concern and informed consent
- Obtain informed consent from the students with disabilities before sharing any of the students’ information with other faculties and departments.
- It is about when, how, who, what, where, and why to disclose the information about students’ disability status and other personal information.
- The Office of Accessibility Services strives to respect disclosure concern and confidentiality in accordance with the Personal Data (Privacy) Ordinance (Cap. 486). Students do not need to disclose their disability status when being asked by staff members other than those who are responsible for handling their support and accommodation plans from the Office of Accessibility Service, unless safety concerns and emergency situations are involved.
- However, with the informed consent from the student, relevant information may be discussed with appropriate staff members to facilitate the execution of the corresponding accessibility services and accommodations. Always inform the students of the progress of the communication. This can also avoid the need for the students to continually explain their requirements to different staff members.
10.2 Initiation registration and service activation
10.2.1. Basic flow
Submission of application → meeting → approval → execution → continual review.
10.2.2. Submission of application
- Through campus-wide mass emails and promotional messages on the orientation website or package, students with disabilities are invited to declare their disabilities and/or accessibility needs to the Office of Accessibility Service on voluntary basis no later than early September when they are newly admitted to the University. It is the responsibility of the students with disabilities to register with the Office of Accessibility Services and submit the documentation of disability as a prerequisite to receiving the required accessibility services as early as possible.
- Students with disabilities fill in the application form carefully and prepare the required supporting documents.
- The Office of Accessibility Services ensures the website of the Office, the submission online portal and application forms are accessible.
- The use of either “handwritten signature” or “e-signature” is allowed as some students with disabilities might be unable to “sign by hands”.
- Students with disabilities submit the application form along with the required supporting documents.
- If the students with disabilities are unable to submit the application by themselves, they may authorize another person to do so on their behalf by enclosing a letter of authorization with the proof of identity of the authorized person.
10.2.3. Meeting with the Accessibility Service Coordinator
- It is recommended that the application is submitted as early as the students with disabilities have been admitted to the university and the meeting can therefore be scheduled before the courses start to ensure timely accessibility arrangement.
- After receiving the application from the student with disabilities, the Accessibility Service Coordinator schedules a meeting with the student to work out the accessibility needs, and accommodation plans in greater detail.
- The Accessibility Service Coordinator may initiate the communication process regarding disability-related accommodations by asking the students “What can I do to help you complete this course / task / placement successfully?” instead of going through any kinds of “accessibility checklist” with them. Listen to the needs of the students.
- Significant companions such as family members, caregivers, personal assistants or social workers are welcome to attend the meeting with the students with disabilities.
- However, the Accessibility Service Coordinator cannot discuss the accessibility needs and accommodation plans with them without informed consent and authorization from the students with disabilities. It is to respect the autonomy of the students with disabilities.
- If needed, those relevant teaching staff and/or administrative staff members such as the academic advisor, supervisor, placement coordinator, laboratory technician and hostel warden may be invited to join the meeting to facilitate the discussion certain accommodation plan. For example, they might introduce the internship requirement of particular academic programmes to facilitate the students to identify any required accommodations.
- Campus orienteering might be conducted to facilitate the discussion of the required accommodation plan.
- The Accessibility Service Coordinator draft the individualized accommodation plan with the students with disabilities.
10.2.4. Approval
- After the meeting, the Accessibility Service Coordinator liaise with those faculties and departments concerned on the support services requested.
- Keep the students informed of the communication progress.
- It is possible that some drafted accommodations are not entertained if they are regarded as imposing unjustifiable hardship. Refer to Chapter 2.4 Reasonable accommodation and Unjustifiable hardship.
- Follow-up meeting(s) might be held to further work out and revise accommodation plan.
- The accommodation plan is to be approved.
10.2.5. Execution
- The students with disabilities receive notification of the application results along with the “Letter of Recommended Accommodations” via email (and/or other appropriate channels based on the students’ accessibility needs, e.g. phone call).
- Students with disabilities should keep this “Letter of Recommended Accommodations” as it is the official documentation of the accessibility services they receive in the university.
- The students will be placed on the email alert list for any event updates, urgent situations (e.g. temporary barriers due to road blockage and elevators that are out of order) reminder of the any deadlines of particular accessibility arrangement, e.g. accommodations for the end-of-term centralized examinations.
- Upon students’ consent, the concerned list of recommended accessibility services will be sent to relevant departments and/or staff for effective and efficient arrangement.
- Prior to the beginning of the semester, students with disabilities should proactively contact their course instructors to make sure the accessibility arrangements of any in-class activities and assessment (particularly non-centralized quizzes / tests / exams) are correctly in place. The “Letter of Recommended Accommodations” can be the supporting document. The Accessibility Service Coordinator may also help liaise with those units concerned on support services requested.
10.2.6. Continual review
- Document all the accessibility services provided for archival purpose and for continual evaluation and service review.
- The Accessibility Service Coordinator conducts regular and annual review on the accessibility services provided.
- Students with temporary disabilities or disabilities subject to change over time may need to provide new documentation of the disability status and accessibility needs every semester or academic year.
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- Students should actively contact the coordinator to terminate the service if needed.
- Feedback from the faculties and departments concerned, if any, will be considered as well.
10.3 Long-term request of a regular set of services
10.3.1. Essential practices
- Some students with disabilities may require the same set of equipment loan and accessibility services for every course in every semester. For example:
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- a student with visual impairment may require Braille version of the textbook and borrow the hand-held magnifier for every course in every semester.
- a student who uses a wheelchair might need a height-adjustable table for every course in every semester.
- Students with disabilities not subject to change over time do not have to provide new documentation of the same disability year after year. However, if there are changes in the disability conditions, then new documentation may be requested.
- To minimize administrative burden to the student and the Accessibility Service Coordinator, there is no need for the student to go through the whole application process every semester.
- Upon students’ consent at the service initiation, the list of the equipment loan and/or accessibility services will be sent to relevant faculties and/or departments for arrangement.
- The Accessibility Service Coordinator will liaise with those units concerned on the support services requested.
- For “public facilities” in campus for registered students with disabilities such as the assistive technology room in the library and accessible transportation, the names and student ID of the registered students with disabilities are sent to the library and Transportation Office to activate the use.
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- By using the Student ID Card, registered students can book the accessible transportation directly.
- The assistive technology room in the library can be booked through the venue booking portal of the library. Registered students could tap their Student ID Card on the sensor on the door of the assistive technology room for access or solicit assistance at the circulation counter.
10.3.2. Students’ responsibility
- Students notify the Accessibility Service Coordinator about their semester timetable and confirm the need of the equipment loan and accessibility services as early as possible.
- Students should notify the Accessibility Service Coordinator about any changes in the semester timetable immediately after the add/drop period.
- Students with disabilities should proactively contact their course instructors as early as possible to make sure the accessibility arrangements of any in-class activities and assessment (particularly non-centralized quizzes / tests / exams) are correctly in place.
10.4 Short-term request of services
10.4.1. Common situations
- Students who make short-term request of varying set of equipment and/or accessibility services need to provide up-to-date documentation of the disability status and accessibility needs every certain period of time. For example:
- a student who has twisted the ankle might need to use a wheelchair in the first semester and require accessible on-campus shuttle bus and height-adjustable table.
- as the student has gradually recovered and does not need a wheelchair starting from the second semester, the student only requires the accessible on-campus shuttle bus but not the height-adjustable table.
- Some students may need to undergo certain assessment and/or to obtain supporting documents from the University Clinic to make provisional request of accessibility services.
10.4.2. Essential practices
- The Accessibility Service Coordinator schedules a meeting with the students before the actual semester starts to understand the students’ latest needs and disability status.
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- Students submit the updated documentation of disability, if needed.
- The Accessibility Service Coordinator and the students jointly decide on whether and how to modify the accessibility service plans.
- After the meeting, the Accessibility Service Coordinator will liaise with those faculties and departments concerned on the modified support services requested.
- The accommodation plans are approved by the university.
- The students with disabilities receive notification of the application results along with the “Letter of Recommended Accommodations (Revised)”.
- Prior to the semester, students notify the Accessibility Service Coordinator about their semester timetable. Upon students’ consent, the list of recommended accessibility services will be sent to relevant departments and/or staff for effective and efficient arrangement.
- Students should notify the Accessibility Service Coordinator about any changes in the semester timetable immediately after the add/drop period.
- Students with disabilities should proactively contact their course instructors to make sure the accessibility arrangements of any in-class activities and assessment (particularly non-centralized quizzes / tests / exams) are correctly in place.
- Some students may need to undergo certain assessment and/or to obtain supporting documents from the University Clinic to make provisional request of accessibility services.
10.5 Immediate request of certain equipment and/or services
- The approved accessibility service plan usually includes accommodations for relatively expected situations such as classes and hostels. Sometimes, students with disabilities may encounter some impromptu situations which causes unexpected and/or one-off need of certain help and accessibility services that are not listed in the original “Letter of Recommended Accommodations”.
- Students should understand that it is possible that not all immediate requests can be entertained. For example, the sign language interpretation service has generally to be booked a certain period of time before the date of service use (e.g. around 2 weeks). Given current resource availability, it might be very difficult to arrange a sign language interpreter under an impromptu situation. However, the university should strive to provide as much relevant assistance as possible.
- Students should contact the Office of Accessibility Service at 23452345 or <[email protected]> as early as possible and the Office should do their best to help.
10.6 Requests in response to urgent and emergency situations
- Students should contact the Office of Accessibility Service at 23452345 or <[email protected]>. Note that phone call is relatively more efficient contact method under urgent situations. Staff at the Office of Accessibility Services will respond to emails as quickly as possible.
- Alternatively, students may directly seek help from any staff members and fellow classmates nearby.
- If students foresee their safety may be threatened under the current situation, then students should directly contact the Estates Management Office or the Security Office at 23452345 (the 24-hour helpline) or even the 999-hotline to seek assistance.
- However, it is emphasized that students are not supposed to contact the Estates Management Office or the Security Office directly within office hours for any accessibility service request. This contact only serves as urgent communication outside the office hours of the Office of Accessibility Services.
10.7 Request on behalf of students and staff with disabilities
- Staff- and students-in-charge of any courses and campus events might want to request accessibility support and/or consultation to enhance the accessibility of the events they are organizing. They can contact the Office of Accessibility Services at 23452345 or <[email protected]> for further information and discussion.
10.8 Request by exchange students with disabilities
- The Accessibility Service Coordinator might arrange remote video-conferencing with incoming exchange students with disabilities before they come to Hong Kong and before the actual semester starts to understand the students’ latest disability status and needs.
- Students may submit the updated documentation of disability, if needed, online for initial registration and arrangement.
- The Accessibility Service Coordinator and the students jointly decide on the accessibility service plan.
- Meeting(s) with the Accessibility Service Coordinator might be arranged again when the students are at Hong Kong to reexamine the accessibility service arrangement.